 |
|
|
|
|
|
|
|
|
SUPPORT PLANS
Using proven processes and procedures, our team of support engineers
partner with you to resolve any issues you may encounter.
30-Day Free Support upon Purchase
or Evaluation
New FaxBack
and NET SatisFAXtion customers as well as registered trialware users
receive a 30-day period of free email, fax and telephone software
support that begins with your purchase. This complimentary period
of support begins when the software or system is estimated to arrive
at your location (not on installation) and occurs during standard
business hours (6:30 am – 5:00 pm PST).
FaxBack Standard Support Contracts
FaxBack support
engineers are skilled in troubleshooting, problem diagnosis and
identifying resolutions. Our dedicated technology support members
work closely with our Quality Assurance and Engineering departments
and coordinate with these groups if additional resources are needed.
- Support
duration: sold in 1, 2 and 3 year plans
- Service
packs, product releases and updates to download
- Access
to technical knowledgebase for tips and techniques
- FaxBack
Customer Connection – dial-in or remote access customer system
for rapid resolution
- Telephone,
email and fax access to Technical Support Team during hours
of coverage
- Hours of
coverage: 6:30 am – 5:00 pm, Pacific Standard Time (PST)
- Typical
30-minute response time from a FaxBack support engineer
- Number
of incidents: unlimited
Standard Support
is invoiced at 15% of the total list price of the software products
purchased. There is a contract minimum.
24 x 7 Support
This service provides immediate – 24 hours a day, seven-days a week
– global support for FaxBack’s entire product line. It is geared
toward organizations that have mission-critical systems and cannot
risk downtime. This level of support provides you with the opportunity
to handle system maintenance, upgrades or other potential support
issues during non-business/non-critical hours of operation. Work
hand-in-hand with a seasoned FaxBack support engineer to ensure
your production-critical and urgent issues are handled swiftly and
smoothly. 24 x 7 support customers receive a call back from a support
engineer within 30 minutes.
Around-the-Clock
Support is calculated at 25% of the total list price of the software
products purchased.
|
|
